CX lets you standardize communication and client data collection by using reusable templates - and two of the most important types are Email Templates and Form Templates.
These templates live in the Library and are used throughout your projects to power automated outreach and structured data intake.
Where Templates Live: The Library
To access both email and form templates, go to the Library tab in the left-hand navigation menu.
The Library is your workspace’s central hub for reusable content. It includes templates for:
Projects
Emails
Forms
Custom data views
Pages
Once inside, you’ll see filterable tabs for each template type. For this lesson, we’ll focus on the Emails and Forms tabs.
Email Templates: Automate Consistent Communication
Click into the Emails tab.
Here you’ll find a list of all your available email templates. These are pre-written messages that can be sent automatically during project workflows, or manually via bulk email when needed.
Each template includes:
A title and subject line
Categorization tags (e.g. “Onboarding,” “Census,” or “Notices”)
A preview of the email content on the right side of the screen
You can open any template to view and edit it. Email content may include:
Logos and rich formatting
Bullet points, bold text, and inline links
Merge fields (like Recipient First Name, Plan Year, etc.) to personalize messages automatically based on the client or plan context
You can also toggle to plain text if needed, and use the Bulk Email button to send the template directly to a group of recipients.
Attachments
On the right-hand panel, you can add attachments to any email template. These files are automatically included when the email is triggered - great for onboarding guides, census templates, or legal disclosures.
Form Templates: Collect Structured Client Data
Next, head to the Forms tab in the Library.
Form templates let you collect answers from clients in a structured, reusable format. These forms are often assigned through client tasks and appear directly in the client portal.
Each form in the list includes:
A title
A short description
Tags indicating how it’s used (e.g. “Client Request,” “Onboarding,” “Sales”)
Clicking into a form brings up the full builder. Here you’ll see:
A description that appears at the top of the form
A list of fields - like dropdowns, checkboxes, date selectors, and text boxes
Field logic (e.g. Show/Hide conditions)
Required field indicators
Data mapping rules that determine where answers get saved (Project, Company, Plan Year, etc.)
Example:
The “Annual Plan Administration Questionnaire” includes questions like: “Is this the first plan year you are offering this retirement plan?”
That question is tied to a yes/no radio button, marked as required, and mapped to the plan year object. If the user selects “Yes,” it could even reveal additional questions below based on form logic.
How These Templates Are Used
Both email and form templates are most powerful when tied into project templates or automations. Once created, you can attach these templates to client tasks — for example:
Assigning a form to collect implementation data
Sending an automated census request email when a project launches
Including a participant notice as an attachment
Templates ensure consistency across your entire team and make client interactions smoother and more predictable.